Contact Center Lead

ABOUT THE ROLE

You will be accountable and shape the future of a contact centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, and Correspondence.

By developing service level standards focused on reducing response times and providing high customer satisfaction. You will lead and establish procedures that produce high-quality customer service delivery and that reflect industry best practices. Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, you will manage resource decision-making and planning. Work with leadership teams to develop and optimize strategy .

You will report to the Business Operations lead and you will direct manager to three staff, who oversee the Call Center; Outbound, Inbound, and system team respectively.

RESPONSIBILITIES

• Strategy - Develop a One Acre Fund Contact Centre Strategy to provide excellent customer service for our clients well into the future. Set goals for us to achieve the strategy.
• Voice of the Customer - Advocate for the customer always, ensuring their perspective is understood throughout the organization. Support customer-focused decisions by collecting and summarizing data.
• Oversee the end to end customer contact processes and their associated customer experience, supporting cross program initiatives to lead improvements, improve efficiency and reduce complaints.
• Prepare and own forecasts and budgets for the call center and Ensure the resources are used to produce results. Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Develop plans and offer insight to our organization on the use of new technologies; PBX, CRM and WFM to create a cost-effective operation achieving contact handling Service level agreements.
• Analyze call center data and prepare reports for upper management. seek new ideas and strategies to improve performance at the center
• Develop monthly, quarterly and annual call center goals and action plans.
• Coach, motivate and retain staff who aim to achieve world-class customer experiences.

QUALIFICATIONS

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Minimum 5 years of Call Center/Contact Center management experience,
• The ability to engage with directors and managers at all levels across the wider business and objectives.
• Proficient in MS Office and Call Centre software programs.
• Budget and perform financial analysis.
• knowledge of performance evaluation techniques and customer service metrics.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification
• problem-solving ability and analytical skill